Refund Policy

At Imos Pizza, we are committed to delivering exceptional quality and service with every order. Since 1964, we've built our reputation on authentic St. Louis style pizza and unwavering customer satisfaction. Our refund policy reflects this commitment by ensuring that every customer has a positive experience with our products and services.

This policy outlines the terms and conditions under which refunds may be requested and processed. We believe in transparency and fairness, ensuring that both our customers and business are protected while maintaining the highest standards of service.

To be eligible for a refund, your request must meet the following conditions:

• Timeframe: Refund requests must be made within 24 hours of order delivery or pickup
• Product Condition: Food items must be substantially uneaten (less than 25% consumed)
• Proof of Purchase: Original receipt, order confirmation, or order number required
• Valid Reason: Quality issues, incorrect order, delivery problems, or legitimate dissatisfaction
• Order Value: Minimum order value of $10.00 required for refund processing
• Customer Information: Valid contact information and order details must be provided
• Photo Evidence: For quality complaints, clear photos of the product may be required

The following items and circumstances are not eligible for refunds:

• Orders consumed more than 25% or completely finished
• Orders requested for refund after 24 hours from delivery/pickup
• Gift cards and promotional certificates
• Orders placed with fraudulent payment methods
• Custom orders that were prepared according to specifications
• Orders refused at delivery without valid reason
• Perishable items kept for extended periods without proper storage
• Orders where customer provided incorrect delivery information
• Promotional or discounted items (exchanges may be available)
• Third-party delivery service fees (driver tips, delivery charges)

Special Circumstances: Each non-standard situation will be reviewed individually by our management team. We reserve the right to make exceptions based on extraordinary circumstances.

Follow these simple steps to request a refund:

1. Contact Us Immediately
   Call our customer service line at +1 860-567-0043 or email [email protected] within 24 hours of your order. Have your order number and receipt ready.
2. Provide Order Details
   Share your order number, contact information, reason for refund, and any supporting photos if applicable. Our team will review your request promptly.
3. Return Product (If Required)
   For certain cases, you may need to return the product to the store location where you placed the order. We'll provide specific instructions.
4. Refund Approval
   Our customer service team will review your request and notify you of the approval or denial within 24 hours during business days.
5. Processing Complete
   Once approved, your refund will be processed to the original payment method within 3-5 business days. You'll receive confirmation via email.

Refunds are processed using the following methods and timeframes:

• Credit/Debit Cards: 3-5 business days for funds to appear in your account
• Cash Payments: Immediate refund available at store location or check by mail within 7-10 days
• Digital Payments (PayPal, Apple Pay): 2-3 business days for processing
• Gift Cards: Store credit issued immediately for future purchases
• Corporate Accounts: 5-7 business days for account credit processing

Important Notes:

• Processing times may vary depending on your financial institution
• Refunds can only be issued to the original payment method used
• Partial refunds are available for partially satisfactory orders
• International payment methods may require additional processing time

In many cases, we prefer to offer exchanges instead of refunds to ensure you still enjoy our delicious food:

• Immediate Exchange: Incorrect orders can be exchanged immediately for the correct items
• Quality Issues: Replacement items will be prepared fresh and delivered at no additional cost
• Store Credit: Exchange value can be applied as store credit for future orders
• Upgrade Options: Exchange to a higher-value item with price difference payment
• Size Adjustments: Exchange between different sizes with appropriate price adjustment

Exchange Process: Contact us using the same process as refunds. Our team will determine if an exchange is more appropriate than a refund for your specific situation.

We take special care with orders involving damaged or defective products:

• Immediate Resolution: Damaged items reported within 2 hours receive priority processing
• Photo Documentation: Clear photos help us identify the issue and prevent future occurrences
• Full Replacement: Damaged orders are replaced entirely at no cost to you
• Delivery Issues: Items damaged during delivery are replaced and redelivered immediately
• Temperature Problems: Cold food or improperly heated items qualify for immediate replacement
• Quality Control: We investigate all quality issues to improve our processes

Special Circumstances:

• Severe quality issues may result in full refund plus store credit for future orders
• Repeated delivery problems will be addressed with our delivery partners
• Allergic reaction concerns receive immediate attention and full compensation

For all refund requests and customer service inquiries, please contact us using the following methods:

Business Hours:

• Monday - Friday: 9:00 AM - 6:00 PM
• Saturday: 10:00 AM - 4:00 PM
• Sunday: 12:00 PM - 4:00 PM
• Emergency quality issues: Available 24/7 via email

Store Location:
828 Bantam Rd, Bantam, CT 06750, USA

Response Time: We typically respond to refund requests within 2-4 hours during business hours, and within 24 hours on weekends and holidays.